Mastering The Phones: The 3 Cs of Phone Skills Mastery (PART 3)

TRANSCRIPT: The second of the 3 Cs of phone skills mastery is Confidence. An amazing thing happens when you get really good at the talk tracks; when you become competent, right? You begin to gain confidence. However, confidence goes beyond just knowing the material. It’s also about understanding that you provide a needed service. Understanding that you are an important part of the buying process and understanding that you are selling a great brand for a great company.

Moreover, confidence comes from not caring how the customer is going to react when you properly use the word tracks. From not caring when you occasionally make a mistake. In so many ways, confidence is not caring what others think of you.

Of course, this doesn’t mean that you should become some self-absorbed, egomaniacal jerk or that you should show up for work unshaven, or unbathed, in dirty, wrinkled clothes. That’s just silly. That’s not confidence. See, ‘not caring’ leading to confidence means that you are in control of YOU and that you’re fearless in the knowledge that no one else’s actions or opinions is going to dictate how you feel and no one else’s opinions or actions are going to alter your talent.